Return, Exchange, and Refund Policy

At Mnm Medical Supplies, we are committed to providing high-quality medical equipment to our customers across Kenya. If you are not entirely satisfied with your purchase, we are here to help. This policy is designed to be transparent, fair, and fully compliant with Google Merchant Center standards.

1. Return Window

You have 30 days from the date of delivery to initiate a return or exchange for any product purchased from our store.

2. Eligibility & Product Condition

Due to the hygienic and sterile nature of medical appliances, we only accept returns for items in New Condition:

  • The product must be unopened in its original packaging.

  • All factory seals, tags, and protective plastic must be intact.

  • The item must never have been used, worn, or altered.

  • Note: We accept returns for both defective (damaged/faulty) and non-defective (change of mind) products, provided the “New Condition” requirement above is met.

3. Return & Exchange Procedure

To ensure a smooth process, please follow these steps in order:

  • Step 1: Initiation – Contact our support team via WhatsApp at +254 110962670 or email support@mnmmedicalsupplies.co.ke with your order number and reason for return.

  • Step 2: Authorization – Our team will verify your purchase details and provide you with a formal Return Authorization.

  • Step 3: Choice of Method –

    • In-Store: Visit our Nairobi CBD office at , Gaborone Road, Gaberone Plaza, 9th Floor, Shop J8, Nairobi

    • By Mail: Use the Free Return Label included in your original package. Pack the item securely, attach the label, and drop it off at our designated courier partner.

  • Step 4: Inspection & Approval – Once received at our facility, our team will inspect the item to ensure it is unopened and meets all hygiene and safety standards. Once approved, your refund or exchange will be finalized.

4. Exchanges

We accept exchanges for another item of the same value. If the replacement item is of a higher value, the price difference must be paid in KES. The original item must be in its unopened packaging to qualify for an exchange.

5. Fees & Costs

  • Restocking Fee: There is No Cost (0 KES) for restocking eligible returns.

  • Return Shipping: We provide Free return shipping via the label included in your package. There are no shipping charges for returning defective or non-defective items when using our provided method.

6. Refund Processing Time

Once your return is inspected and approved, we will process your refund to your original payment method.

  • Timeline: You will receive your refund within 5 business days.

  • Payment Source: For M-Pesa transactions, the refund will be sent back to the original phone number used. For Bank/Card transactions, the refund will be credited back to the original bank account or card used at checkout.

7. Contact Information

For any questions regarding your return, please reach out to us:

  • Company Name: Mnm Medical Supplies

  • Physical Address: Gaborone Road, Gaberone Plaza, 9th Floor, Shop J8, Nairobi, Kenya

  • Phone/WhatsApp: +254 110962670

  • Email: support@mnmmedicalsupplies.co.ke